I need to ability to associate a case with multiple accounts. It appears that's not possible from the answers I've found thus far, but thought I would ask experts here. If that's not possible, then I need to connect a contact to multiple accounts. If I were using Sales Cloud then there would be setting under Setup > Account Settings where I could enable that feature.
The reason for needing this is simple. There's a primary account that my clients are associated with, and then there are multiple partners that I need to associate them with for the support they need.
Perhaps that setting is available in a non-trial version of Service Cloud and I just can't see it because I'm still in trial-mode. But I can't even find a listing anywhere that Service Cloud allows these types of associations.
4 respostas
Hi CJ,
Cases are exclusive to service cloud, so anything you find on that topic would be for that. Also, SC isn't some exclusive version of Salesforce - it's just a set of features that exists on the same platform as the rest of the clouds, so the same concepts will work.
You can connect the case to multiple accounts by using custom fields or objects. If you need to connect your case to an unknown number of accounts, sometimes none, sometimes five - who knows, then you want to create a junction object to relate cases to accounts. That's just a custom object with one master-detail relationship to case, and another to account. You can also add more fields that specify the relationship of that account to that case, which would possibly be a picklist. Note that having this junction object would not immediately give access to the case to any partners working through portals, you'll still need to set up some kind of sharing mechanism if you use that.
If you only need to connect the case to one additional account, then you can create a custom lookup field on the case object.
